‘The final indignity’ – Families battle to claw back care home cash
The Final Indignity: Families Struggle to Retrieve Care Home Funds
In Scotland, families have faced mounting frustration after spending months, or even more than a year, attempting to reclaim thousands of pounds from a care home operator. Ten relatives of former residents claimed Morar Care Group had withheld deposits totaling up to £19,000, paid as initial fees when entering the homes. Some had to engage legal representatives and debt collectors, ultimately resorting to a civil lawsuit against the provider.
Months earlier, the BBC had uncovered poor care standards at one of Morar’s facilities during an undercover investigation. The operator contested the allegations, calling them “incorrect and misleading.” Legal teams from the care homes warned participants of the program Disclosure: Cashing in on Care that the claims could harm their reputation if publicized.
Investigation and Reforms
Morar, part of Simply UK, operates Castlehill in Inverness. The facility was under an improvement notice and placed under special measures following the BBC’s findings. It later rebranded as Morar Highland and received an adequate rating from the Care Inspectorate.
Families’ Financial Battles
After an undercover probe, the BBC received dozens of complaints from families about Morar homes, including new concerns over financial practices. Self-funding residents, who pay for their own care due to savings, were reportedly charged “initial fees” they believed should be refundable. Around 11,500 people in Scotland fall into this category.
Victoria Hogg’s Story
Victoria Hogg paid £24,000 to Morar’s Musselburgh care home, Harbour House, for her husband Keith. This included a £16,000 deposit and one month’s fees upfront. “That was a staggering sum,” she said. Keith, diagnosed with rapid-onset Alzheimer’s at 64, deteriorated and passed away in June 2023. His estate was owed nearly £19,000.
“We had back-and-forth exchanges, and nothing moved forward,” Victoria recalled. “I felt they were keeping us waiting. It’s not their money, and it’s a big amount.”
After 18 months of delays, Victoria reached out to The Times. “I saw no other choice,” she said. “Grieving your partner’s death isn’t easy, but the added stress was unbearable.” The money was eventually repaid in January 2025, though no apology was offered.
Jacqueline Banks’ Experience
Retired nurse Jacqueline Banks reported issues at Morar’s Oakeshott House in Stirling. She described her aunt Caitriona MacMillan’s end-of-life care as inadequate. “She was often upset during visits,” Jacqueline said.
“They didn’t provide proper pain relief,” she added. “I considered legal action, but the solicitor suggested a debt collector instead.”
Over a year after Caitriona’s death, the £9,600 debt was settled. “Families are being taken advantage of when they’re most vulnerable,” Jacqueline said. “What worries me is, there are elderly people in these homes who have no one to stand up for them.”
